Contact Center Customer Experience Lead

Citizens Financial Group • Johnston, RI

1d • Hybrid

About The Position

Citizens is seeking a Contact Center Customer Experience Lead who will drive the vision for exceptional service by delivering against Citizens’ brand promises. This role champions continuous improvement, elevates transparency through VOC analytics, and unites partners across the enterprise to deliver impactful change. Success comes from inspiring others, solving problems creatively, and turning data into improved experiences customers truly feel. What You’ll Do: Set and drive the vision for servicing excellence Sponsor and directly own improvement initiatives derived from VOC analysis Directly conduct VOC analysis and be a subject matter expert on VOC data and trends for the Contact Center Promote transparency and prioritization of CX activities through reporting, integrated dashboards, and compelling storytelling Champion empowerment and continuous improvement mindset and practices Build partnerships with key stakeholders, across the Contact Center and throughout the larger enterprise, to facilitate cross-business delivery and thought leadership Embed CX impact analysis as part of opportunity-sizing and manage to expected outcomes

Requirements

• Customer experience and customer service industry expertise
• Inspiring thought leader with ability to engage at all levels of the organization
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint for data analysis, visualization, and presentment of findings
• Capable of building and maintaining effective business partnerships, and of influencing others towards the achievement of shared goals
• Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly
• Excellent planning, organizational and time management skills, and the ability to manage multiple priorities successfully

Responsibilities

• Set and drive the vision for servicing excellence
• Sponsor and directly own improvement initiatives derived from VOC analysis
• Directly conduct VOC analysis and be a subject matter expert on VOC data and trends for the Contact Center
• Promote transparency and prioritization of CX activities through reporting, integrated dashboards, and compelling storytelling
• Champion empowerment and continuous improvement mindset and practices
• Build partnerships with key stakeholders, across the Contact Center and throughout the larger enterprise, to facilitate cross-business delivery and thought leadership
• Embed CX impact analysis as part of opportunity-sizing and manage to expected outcomes

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed